profex techDenver, CO
Customer Success Manager | Remote
Customer Success Manager | Remote
Customer Success Manager | Remote
profex techDenver, CO
today
Sales ManagersSales Representatives of Services, Except Advertising, Insurance, Financial Services, and TravelCustomer Service Representatives
Custom Computer Programming ServicesComputer Systems Design ServicesTelemarketing Bureaus and Other Contact Centers
Apply for this role (opens in a new tab)Key Responsibilities:
Own customer retention, renewals, expansion revenue, and Net Revenue Retention (NRR).Advise customers on ICP definition, lead targeting, list quality, email copy, sequencing, and deliverability.
Audit underperforming campaigns and recommend strategies to improve reply and meeting rates.
Identify churn risks through usage trends, inactive accounts, payment issues, and declining engagement.
Handle cancellation, downgrade, and refund requests with a focus on customer retention.
Drive upselling and cross-selling across mailboxes, lead data, and sending infrastructure.
Lead customer onboarding and establish 30-, 60-, and 90-day success plans.
Monitor account health, campaign performance, and product adoption.
Conduct quarterly business reviews and build strong relationships with key decision-makers.
Coordinate customer communication during technical escalations with Support and Engineering.
Share customer feedback and feature requests with the Product team.
Maintain accurate CRM records, risk assessments, and expansion pipelines.
Required Skills & Experience:
5+ years of experience in Customer Success or Account Management within B2B SaaS.Proven ownership of customer portfolios with retention and expansion targets.
Hands-on experience running cold email campaigns and managing outbound pipelines or meeting targets.
Strong knowledge of Smartlead or similar cold email platforms.
Experience with tools such as Clay, Apollo, Instantly, or comparable outbound solutions.
Demonstrated success in improving NRR/GRR and retaining at-risk customers.
Strong commercial negotiation skills across renewals, pricing, upselling, and cross-selling.
Ability to analyze revenue, engagement, usage, and campaign performance metrics.
Excellent written communication and stakeholder management skills.
Ability to work independently in a remote, async-first environment.
Nice to Have:
Experience working with agencies managing multiple client accounts.
Familiarity with ChartMogul, PostHog, Pylon, or ClickUp.
Experience in Slack-first customer success environments.
Also on the board Same function, level within a rung
Level
Senior
Location
Denver, CO
Occupation
Sales Managers
Industry
Custom Computer Programming Services
Posted
today